Contact Center Specialist 2

About the Role

The Contact Center Specialist 2 handles routine and escalated calls, emails, and requests under moderate supervision. They assist with product or service inquiries, including technical help, answering questions, registering new patients, and scheduling appointments. This role also provides financial clearance, handles complaints, troubleshoots problems, and gives information for the institution. They may help train and mentor Contact Center Specialist 1 staff.

Responsibilities

• Responds to and resolves routine and escalated inquiries, complaints, and concerns through inbound phone calls, emails, and electronic requests.
• Ensures a positive and exemplary experience with all customers by focusing on customer satisfaction and resolution.
• Provides accurate, valid, and complete information to customers using appropriate methods and tools.
• Identifies emergent health situations based on caller information and coordinates immediate triage.
• Handles complex specialty clinic procedural scheduling and processes urgent referrals and services as a System Expeditor.
• Works collaboratively with providers, clinical staff, and other departments to meet patient needs.
• Calms upset customers with a composed and professional demeanor, escalating priority issues when necessary.
• Documents all customer contacts and processes various documents to ensure optimal service.
• Accurately schedules, prepares, and communicates appointment details and financial information to ensure timely arrival, preparedness, and optimal reimbursement.
• Ensures accurate creation of new accounts in the electronic medical record system, avoiding duplicates and verifying insurance coverage.
• Assists with training and mentoring Contact Center Specialist 1 staff.
• Writes messages on behalf of patients, caregivers, and healthcare professionals to clinic administrative and provider staff.

Qualifications

• EDUCATION: H.S. Diploma/GED Equivalent
• EXPERIENCE: 2 Years of Experience in a call center or customer service setting

Skills

• Full proficiency in a call center or customer service setting.
• Knowledge of customer service values, practices, and call center telephony and technology.
• Excellent listening, interpersonal, and communication (oral and written) skills, with professional telephone etiquette.
• Ability to assess requests using electronic and paper resources and respond accurately to customer inquiries.
• Ability to calm upset customers in a composed and professional manner.
• Excellent data entry, numeric, and computer navigational skills.
• Comfortable working in a fast-paced, constantly changing, and stressful environment.

Benefits

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based on position type and/or level.